Chris "fool" McCraw's SupportFolio
I like to help. Lots of people like lots of things, but here I show you how I like to help, so you can see if you think you like my style. Check out some examples of my work and the results it brings
In my own wordsSome of my better responses to customer questions, in context, from a community forum I helped out in while working at New Relic, and again in my current role at Netlify.
In my customers' words
Sometimes people bother to fill out those "was this support interaction useful?" surveys after a ticket closes. Here are a few choice excerpts.
In the world
I like to speak on support and giving good demos at conferences. I also occasionally write technical documentation and blog posts for my company. I've catalogued some of this work here.
Got a problem? Helping customers is my job and my #1 priority...but solving problems as part of a team goes far deeper than that:
- Scaling a team alongside a growing company is one of the biggest challenges that a support organization can face. I believe strongly in mentorship as a teaching tool. It can be challenging to apply in small doses, but I wrote up one way I started doing it on my team as the only senior tech support engineer - which was adopted by the rest of the senior staff as they were promoted: The art of constructive peer reviews
- I've developed or led many initiatives to improve workflow, such as:
- Inter- and Intra- teambuilding. For instance, how to be an effective liaison to other teams within the company.
- helping the organization grow
- Representing the customer point of view to other teams like Development, Ops, Security, Product Management, and Sales. I've written up some guidelines for gentle but effective bug escalation and I gave a talk on this general pattern in 2016: Working Across the Company.
- Team growth - I presented a DIY philosophy that costs $0 and creates new leaders and leads to promotion from within in 2016: Growing your Team: A Garden Philosophy.
- Providing internal support - helping new hires inside and outside of support find information and understanding existing organizational structure and processes.
- ...for peers: I help onboard every new tech support employee at New Relic and most developers too - with training and/or pairing, I softened their landing at a new place with a dizzying array of technologies.
- ...and for customers: Between applying my domain expertise from a 20-year tech career and an understanding of the shortcomings of our solutions, I strive to make the customer feel like part of a family rather than like someone we're just using for their money. In this vein my talk on giving good demos has some useful thoughts.